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Founded in Bankura, India. We respect your privacy.
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Grievance Redressal Policy

Last updated: June 8, 2026

Summary

We operate a 3-tier grievance process as required by the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021 and the Digital Personal Data Protection Act 2023. Start with customer support; if unresolved, escalate to our Grievance Officer. Most issues are resolved within 30 days.

1. Our Commitment

Eto Rides is committed to addressing all user complaints fairly and promptly. This policy sets out how to raise a complaint and what you can expect from us at each stage.

2. How to Raise a Grievance

Level 1 — Customer Support

First point of contact · 48-hour acknowledgement

For all complaints — app issues, ride disputes, account problems, billing queries, or data requests — contact our support team first:

We will acknowledge your complaint within 48 hours and resolve it or provide a substantive response within 15 days.

Level 2 — Grievance Officer

If Level 1 is unsatisfactory · 30-day resolution SLA

If your complaint is not resolved at Level 1 within 15 days, or if you are dissatisfied with the response, escalate to our Grievance Officer as required by the IT Rules 2021:

Name: Saikat Bhakat

Designation: Grievance Officer, Eto Rides

Email: grievance@etorides.com

Address: Eto Rides, 276/B/I, Lokepur, Kenduadihi, Bankura, West Bengal – 722102, India

Resolution SLA: 30 days from receipt of the complaint

When writing to the Grievance Officer, include: your registered phone number, the Level 1 ticket or reference number, the date of your original complaint, and the reason you are dissatisfied with the response.

Level 3 — Regulatory Escalation

If Level 2 is unsatisfactory after 30 days

If your grievance is not resolved within 30 days by the Grievance Officer, or if you are dissatisfied with the outcome, you may escalate to the applicable regulatory body:

  • Payment disputes (subscriptions): RBI Integrated Ombudsman Scheme (cms.rbi.org.in) — for subscription payment complaints not resolved within 30 days
  • Data privacy complaints: Data Protection Board of India (once constituted under DPDP Act 2023) — for unresolved personal data grievances
  • Consumer disputes: National Consumer Disputes Redressal Commission (NCDRC) or applicable State Consumer Commission

3. Data Principal Requests (DPDP Act 2023)

If your grievance relates to your personal data rights under the Digital Personal Data Protection Act 2023 — including access, correction, erasure, or portability requests — use this dedicated channel:

Email: privacy@etorides.com

Subject line format: Privacy Request — [your phone number] — [type of request: Access / Correction / Erasure / Portability / Nomination]

Response SLA: 30 days

See our Privacy Policy for full details of your rights under the DPDP Act 2023 (S.11–S.14).

4. What Information to Include

To help us resolve your complaint quickly, include:

  • Your registered phone number
  • Date and time of the incident
  • Booking or trip reference number (if applicable — visible in your ride history in the app)
  • Clear description of the issue
  • What you would like as a resolution
  • Any supporting evidence (screenshots, payment receipts, UPI transaction IDs)

5. Our Process

  1. Acknowledgement: We will acknowledge your complaint within 48 hours of receipt.
  2. Investigation: We will review your complaint and, where needed, request additional information.
  3. Resolution: We will provide a final response within 30 days. Complex matters may take longer — we will keep you informed.
  4. Appeal: If you are not satisfied, escalate to the next tier as described in Section 2.

6. Related Policies